Natural Talent

On 1/17, Mr*** went to our Order Status & Returns page to report that the clutch kit he ordered was defectiveWe authorized his return and provided return instructions and a prepaid FedEx return shipping label to return the part for a full refundHe has yet to return the part.As our
Warranties page notes, warranties offer no reimbursement of labor costs or other expenses (http://www.rockauto.com/docs/warranty).Mr***'s initial return authorization has expiredWe have issued him a new one and generated a new prepaid FedEx return shipping label to return his part for a full refundHis authorization and label are valid until 3/3/He can view and print the return instructions and shipping label from our Order Status & Returns pageWe will not reimburse his labor costs.No employee of RockAuto would speak to a customer in the manner in which Mr*** says one did, though we do apologize if our receptionist was anything less than professionalWe do not offer customer service over the phone

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
This is because of them trying to moved this to something that it has nothing to do with They cannot accept that the electrical clutch has nothing to do with a/c flush these have nothing to do with each otherThis company is just rejecting the truth that they have failed me as a customer because of there incompetencethey just need to pay me in full for the a/c compressor for the clutch that failed on their unit
Regards,
*** ***

On 1/31, Mr*** placed an order which totaled $His bank authorized the purchased and held $from his accountWe do not capture funds banks make available to us until the order shipsOn 2/1, we notified him that we did not have one of the partsHe canceled it from his orderWhen
his order shipped later that day, we captured $of his bank's initial authorization, which matched the value of the part and shipping service he selected.We do not owe Mr*** a refundWe have been paid $13.60, and the $not used from his bank's initial authorization should have been returned to his account (for which his bank is responsible, not RockAuto)

The coil packs do not work properly for my Truck like rockauto says they willThey are advertised to work for my truck that's why I bought them but they sent a direct code to my truck computer when the mechanic hooked his scanner up all coil packs were at fault with a direct code pointing to all coil packsThe truck does not run right with these packs which is why it's doing random misfires and suchNow rockauto sold me these coil packs stating they would work for my truck and make it run properly that they were up to spec for the truck to run properWELL if all coil packs are coding my truck that means they don't work or are not up to snuff to run the truck properly another words they should be looking at this manafacture on why the coils are not working properly like they say they are supposed tooPerhaps they are budget coils and just won't run the truck like they say it shouldI would not of bought them if they said take your chances if these will run your truck proper or notNow that being said we all know the coils are not all faulty they may run a different vehicle fine but they sold me a product that was supposed to work fine for my truck but they dontActually there response over the phone was send the coils back of course I pay for that, and they will send the same coils back to me as a replacementNow they already know and stated that the coils are not all bad and that's highly unlikely so that means the coils just are not for that truck they are not performing to run the truck properly this is not rocket scienceNow why in the world would I send these coils in pay my mechanic to put the same coils on that will not run the truck properly? That's what they want me to do knowing that wont fix my issuesThe point is they sold me a product that was supposed to work properly for my truck but for some reason those coils are not running the truck correct hense the codes and misfiring truckThey did not wanna listen to me even know they know I'm correct they basically don't stand behind the parts they sell and there customer service is rude and hangs up on customers and told me they don't care if I call the Revdex.comWhy would anyone switch parts that dont work like they say they should for my truck just to get the same ones sent back and do it all over againListen the parts are garbage they don't run the truck right periodI offered to take a in store credit to buy different coils from a different manufacturer but there only thing they would do is make me pay to send these back then they would ship the same manufactures coils to me just for me to do it all over again does this make sense to anyone? No I'm not putting these coils back on my truck they don't work properly like rockauto said they would periodNow I want nothing to do with rockauto I will never buy nothing from these crooks again all I wanna do is send the coils back for full refund that's the only offered accepted at this pointI originally tried the other route but I want nothing to do with this rockauto I only want a refund

We are aware that one of the parts Mr*** purchased in January is not correctHad he contacted us within days of the initial purchase, we would have provided a free replacement or a full refundHowever, and as stated on 7/in our initial response to his complaint, he may not return his part for replacement or a refund

Mr***'s initial claim was that he was dissatisfied with the rebuild service he purchased because the bearings on the unit he returned were not replacedGiven this fact, our response was to affirm that the service we advertise for this rebuild does not include the replacement of any bearingsHowever, Mr*** raises a new claim in this responseHe notes, as he has not previously, that he contacted A-Cardone, and confirmed that they no longer offer a rebuild service for his power steering pump.Because that information was never communicated to us, neither by Mr***, nor by A-Cardone, we contacted A-Cardone today to verify this claimIn fact, a representative in the Return and Rebuild department confirmed that Mr***'s assertion is trueA-Cardone discontinued the rebuild service that Mr*** purchased, and did not inform us of their decision.We regret the inconvenience that A-Cardone's lack of communication has causedTo prevent this problem from repeating itself, we are currently examining why we never received notice from them regarding this consequential decisionHowever, our representatives addressed the problem with Mr***'s power steering pump in precisely the manner we would expect them to.The warranty for the rebuild service that Mr*** purchased offers a warranty rebuild, in the event that the first rebuild results in a defectBecause A1-Cardone neglected to inform us that they had discontinued the rebuild service that Mr*** ordered, we had every reason to believe that 1) the rebuild service took place, and 2) the warranty rebuild service covered under warranty could be offered to remedy the defects resulting from the firstOur policy is not fraudulent, it honors the warranty provided by the manufacturer.We attempted to contact Mr*** today, and were able to speak with his wife, who was aware of the situationWe left a message for Mr*** with his wife, explaining why we handled his order the way we did, and noting that we are sorry for the inconvenienceWe welcome Mr***'s future business, and have removed the debt relating to this order from his account

On 1/8/2017, Mr*** ordered two CV half shaft assembliesWe are sorry to hear one of them is not correctAs our Help page notes, parts may be returned for a refund within days of purchaseSince it has been over months since Mr*** ordered, we will not allow him to return the part for
a refund

We have nothing further to say to Ms***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I'm sure if you search the help file, there is a mention on their website that a factory box is required for return of a partIn purchasing from this company over the past years, I've never had a need to go search a help fileThis is not a requirement of local parts distributors, and is not something mentioned at time of purchase from RockAutoHad it been mentioned as a requirement up front, or full return instructions provided at time of purchase (rather than being available for download post-purchase), that would have prevented this problem from occurring.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** this is the same line of *** this company has been giving me for three monthsthey have all the return numbers they gave methis is another inter company that's scams the American middle class out of there hard earned moneyPLEASE HELP STOP THE FRAUDthank you *** ***

We are not sure why he thinks the part is wrongOur catalog data comes from the manufacturer directly - we don't know the accuracy of other retailers that he mentionsWe accept returns within days, as our Help page explainsSince he didn't ask to return the part until days after he
received it, we will not accept a return for this customer's order

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
well I understand where the company is coming from but I do not have the money to buy another alternator and I can not have my vehicle down for or days waiting for the new part to get herebut the company is saying the radiator which it is notso if the company does not want to settle this right then they will leave me no choice but to contact my attorney and the tn attorney generals office

Because this company is not telling the truth about anything and everyone that I spoke to know all I wanted was an exchange and they would not give it to me, but told me to try and sale the parts to someone one else and even if I was to do that I would not get back what I spent on the partsThis is why I have rejected this companies reasoning of why they could not just to exchange the parts I never ask for money back just for an exchange

Rock Auto advertises this as NEXT BUSINESS DAY deliveryNot wait hrs before this part is shippedThis order was in by 8:am tuesday morningShould have gone out that morningSince the first auto part was the wrong part delivered due to an catalog errorsince the car has been down for a week by this time Next business day delivery sounded good to get the vehicle runningAlso $is a Lot NOT NEXT DAY DeliveryIf this is what Rock Auto advertises as NEXT BUSINESS DAY delivery Rock Auto needs to change this description because it is NOT true, advertising! Rock Auto's priority 2-day shippings is only $and some change and would have been here the same time with out spending an extra $for shipping I would like the difference in shipping priceAlso for the record the part I ordered also, did not fit the carso, I suspect that rock Auto has a quality control issue on top of this complaint

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.As previously communicated to RockAuto, the information regarding the requirement to return the item in the original manufacturer box was not supplied until going through the process to actually return the itemAt that point it was already too late as the installer had discarded the boxIf this was a firm requirement, it should have been communicated at the time of the order rather than during the return process.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.All I asked is that my money was refunded in full including shipping which was $6.xx if I remember correctly but that seems like a lot to ask for a blatant mistake make by rock autoThis is the second time I was shipped items different than picturedFirst time many months ago they saw eye to eye with me and had absolutely no problem refunding in fullNow I understand they may "fit and function" exactly the same according to the manufacture, but there were obvious differences between the twoLike I said I didn't care where they're made, I just want matching itemsIf they were made in different countries and looked exactly the same then I would have had zero problemsBut they were clearly advertised on their website and pictured as one style with no disclaimers on the pictures or anywhere throughout the ordering process that they may differ from the picture, hence why I made my purchaseYes I understand manufactures change designs and keep the same model number, but if there was nothing wrong with the original design why would a manufacture change the design? Obviously if you looked at the comparison between the two you could see that there are parts of the control arm which are very different that the otherIt's just very shady of rock auto to advertise and sell items with pictures but then refuse to pay for shipping on returns that don't match picturesI returned the items because it was taking forever for rock auto to respond to this Revdex.com complaintI was worried my return window would be out when they decided it was time to respond to thisFrom here going on forward I have absolutely no problem giving my business to companies who value customers instead of arguing with them for a month over a $shipping chargeIt's the principle at this pointPlaced a few orders with rock auto and two have had nothing but problemsThe way this situation has been handled is not professional and I will make sure I let everyone in my car community know not to support such a horrible company
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[The vendor is lying about what qualifies as a "semi-loaded" caliper, what qualifies as a "bracket", and what qualifies as "where applicable" The vendor is gas lightingHis attitude is "who are you going to believe, me or your lying eyes?"PLEASE REFER TO THE ATTACHED PHOTOS _FROM_THE_NASTRA_BOX_ SHOWING AN EXAMPLE OF A "SEMI_LOADED" CALIPER! A SEPARATE CALIPER BRACKET IS _EXPLICITLY_ ILLUSTRATED!!!]
Regards,
Ron ***

As stated previously I gave Rock Auto the date Built that was on the vehicle information plate it's selfAs a company providing a service I should have been treated much better then being called a liar and looking for something for nothingTo me this type of service is reprehensible! I will never do business with them nor will my family or friends!

Our Warranties page explains that, like other retailers of branded products, RockAuto honors the warranty provided by the manufacturer of the productWarranties offer only replacement of the defective part with another part: no cash refunds (http://www.rockauto.com/docs/warranty.php).If Mr***
would like to proceed with the warranty claim, we will ship a replacement once we have tracking information showing the defective part is on its way back to us